Explore recipe: Finding the agent who made the first public reply

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3 Comments

  • Kitty Lee

    Hi,

    I followed your instruction but received the following error - 

    "The set of calculations isn’t valid. The calculated attribute "firstpublicreplyagent-a35b7392a0" references "Comment public" which is as an unknown attribute. Adjust the calculation and try again. (Error code: 11c3fd53)"

    What can I do to fix it?

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Kitty,

    We suggest that you reach out to our Customer Support so we can have a closer look at the Query that you are working on

     

    0
  • Chris Gould

    We just used DATE_FIRST_FIX function to find the time the first call was made against a ticket ID, given a ticket can have multiple calls, DATE_FIRST_FIX was ideal.

    We were able to nest this into a DATE_DIFF to find the length in time between the ticket creation and the first call. You can then aggregate any way you like as there is only one value provided per ticket ID.

    DATE_DIFF(DATE_FIRST_FIX([Call - Timestamp], [Ticket ID]), [Ticket created - Timestamp], “nb_of_minutes”)
     

     

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